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Calculate Total SLA hold time for ITSM

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Article ID: 113705

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Updated On:

Products

CA Service Management - Asset Portfolio Management CA Service Management - Service Desk Manager

Issue/Introduction



How to calculate the total SLA hold/ delay time due to status change (which sets SLA delay) for tickets.

That is, from the open until close time.

Would like to build an SLA report which includes this value.

Is the event_delay table the right one to query?

Environment

Release: MSPAPM99000-17.1-Service Management-Asset Portfolio Management-Package MSP
Component:

Resolution

Sum of all actual delays per ticket (by persid) gives the information required.

There are multiple assumptions, such as a single Service Type, to make this work.


Please provide advice to CA Support if you have details which could enhance this document.